Senior Technical Support Specialist

Responsibilities

• Respond to support requests via multiple channels and manage a personal backlog of support requests
• Provide technical solutions, guidance, and troubleshooting for BIM360, Autodesk Construction Cloud, Revit, and Navisworks
• Manage customer and partner expectations by providing timely updates on progress
• Direct investigation and ensure resolution of escalated issues related to service delivery and customer satisfaction
• Participate in product beta programs and product testing events organized by development teams
• Contribute to the maintenance of the internal knowledge base using Knowledge Centered Support (KCS) methodology
• Collaborate with extended teams, including Client Services and Sales, to resolve complex customer issues

Requirements

• Bachelor's degree in Design, Engineering, Infrastructure, or equivalent work experience
• 5-7 years of industry working experience
• Competent knowledge of Autodesk Construction Cloud, BIM360, Revit, and Navisworks
• Proficiency or familiarity with Construction and BIM industry workflows
• Excellent verbal and written communication skills with the ability to convey complex technical details

Preferred Qualifications

• 3+ years of technology and customer support experience
• 1+ years of team leadership or coaching experience
• Experience supporting cloud/SaaS-based applications
• Proficiency in using CRM tools
• Demonstrated ability to troubleshoot, mitigate, and "own" customer problems

About the Company

Autodesk helps innovators turn their ideas into reality, transforming not only how things are made, but what can be made. From the greenest buildings to the smartest factories, our software empowers creators to design and make a better world.